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- W2213409475 abstract "Cet article s’interesse a l’amelioration de la qualite des services et a leur conception en discutant des conceptsclassiquement mobilises dans l’analyse des services, au travers d’une approche orientee processus. Il commence par passeren revue les definitions proposees par quelques chercheurs bien connus, specialistes des services. Il propose une nouvelletypologie des service basee sur une approche orientee processus, permettant de discuter la portee de certainescaracteristiques generalement associees aux services. Il pointe ensuite les similitudes existant entre la production de bienset celle de services et traite du continuum biens-services. Il s’interesse enfin au clivage des operations realisees en frontoffice et en back office, l’explicitation de la ligne de partage permettant de discuter de la qualite de service du double pointde vue du consommateur et du producteur, dans une perspective de conception d’un service." @default.
- W2213409475 created "2016-06-24" @default.
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- W2213409475 date "2009-01-01" @default.
- W2213409475 modified "2023-10-01" @default.
- W2213409475 title "A process oriented approach to service concepts" @default.
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